Job Details

Position Description

Position Description:

Welcome to
one of the toughest and most fulfilling ways to help people, including
yourself. We offer the latest tools, most intensive training program in
the industry and nearly limitless opportunities for advancement. Join us
and start doing your life's best work.

The purpose
of this role is to interact with members regarding medical and pharmacy
benefits, eligibility and claims issues and to assist with plan
selection and enrollment. This role is expected to identify
opportunities to connect members to the best resources to meet their
healthcare needs and provide support in order to resolve medical and
benefits issues on behalf of a member. The Bilingual Vietnamese Customer Service Advocate builds trust with members across their health care life-cycle.

Primary Responsibilities:

Provide in - language service to Vietnamese and English speaking customers over the phone

Own problem through to resolution on behalf of the
member in real time or through comprehensive and timely follow - up with
the member

Effectively refers and enrolls members to appropriate internal specialists and programs, based on members' needs and eligibility

Respond to and resolve on the first call, customer
service inquires and issues by identifying the topic and type of
assistance the caller needs such as benefits, eligibility and claims,
financial spending accounts and correspondence.

Educate members about the fundamentals of health care
benefits including: Managing health and well - being, maximizing the
value of their health plan benefits, selecting the best health plan to
meet their health needs, choosing a quality care provider and
appointment scheduling, premium provider education and steerage, and pre
- authorization and pre - determination requests and status

Assist members in appointment scheduling to proactively address gaps in care

Intervene with care on behalf of the customer to
assist with appointment scheduling or connections with internal
specialists for assistance when needed

Research complex issues across multiple databases and
work with support resources to own the resolution of all customer
issues and anticipate their future healthcare needs or potential
opportunities to improve the experience

Meet the performance goals established for the
position in the areas of: efficiency, call quality, customer
satisfaction, first call resolution and attendance

Maximizes use of community services, support programs, and resources available to members

Required Qualifications:

High School Diploma / GED or higher

Bilingual fluency (verbal) in Vietnamese and English

Ability to work regularly scheduled shifts within our
hours of operation (Monday to Friday 9:00 AM to 8:30 PM eastern time),
where lunches and breaks are scheduled, with the flexibility to adjust
daily schedule, and work overtime and / or weekends, as needed

Ability to successfully complete the UnitedHealthcare
Operations new hire training and demonstrated proficiency and the
UnitedHealthcare Operations Customer Service Advocate training classes
and demonstrate proficiency of the material

Preferred Qualifications:

Associate’s Degree (or higher)

Bilingual fluency (written) in Vietnamese and English

1+ years in a Customer Service environment with
proven customer service skills and experience working in retail, call
centers, or any other professional setting

Demonstrated ability to quickly build rapport and
respond to customers in a compassionate manner by identifying and
exceeding customer expectations (responding in respectful, timely manner
and delivering on commitments)

Demonstrated ability to listen skillfully, collect
relevant information, determine immediate requests and identify the
current and future needs of the member

Ability to overcome objections and persuade members to take action / change behavior

Ability to utilize multiple systems / platforms while on a call with a member – strong computer skills and technical aptitude

Proficient problem solving approach to quickly assess current state and formulate recommendations

Flexibility to customize approach to meet all types of member communication styles and personalities

Frequent speaking, listening using a headset,
sitting, use of hands / fingers across keyboard or mouse, handling other
objects, long periods working at a computer

Careers at
UnitedHealthcare Employer & Individual. We all want to make a difference with
the work we do. Sometimes we're presented with an opportunity to make a
difference on a scale we couldn't imagine. Here, you get that opportunity every
day. As a member of one of our elite teams, you'll provide the ideas and
solutions that help nearly 25 million customers live healthier lives. You'll
help write the next chapter in the history of healthcare. And you'll find a
wealth of open doors and career paths that will take you as far as you want to
go. Go further. This is your life’s best
work.SM

Job Location Information

Additional Job Detail Information

Employee StatusRegular

ScheduleFull-time

Job LevelIndividual Contributor

ShiftDay Job

TravelNo

Telecommuter PositionNo

Overtime StatusNon-exempt

Apply on the Company Site

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.